Online Psychometric Assessment For BPO (Outbound) Customer Care Executive - Pick The Right Skill And Cultural Fit

Business Process Outsourcing is in a constant state of redefinition with the focus gradually shifting more towards customer oriented services rather than backend operations. This makes it imperative that the personnel hired for carrying out such processes are not only well versed in the tricks of the trade but also capable of ensuring maximum customer satisfaction.

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 Mettl BPO CCE-Outbound Assessment is one such tool that has been created for the expert purpose of evaluating and qualifying contenders for this specific profile. Mettl’s assessment addresses some of the key questions that arise in terms of hiring such personnel such as:

  • Would the potential candidate project the desired image of the product and brand being endorsed to the customers?
  • Would the potential candidate have the necessary temperament to make repetitive follow up calls to customers listed in the database?
  • Does the potential candidate have the tact to successfully up-sell/cross-sell a product while simultaneously ensuring that the customer is not being coerced into a purchase?
  • Does the potential candidate have the necessary communication skills required for such interactions?
  • Is the candidate capable of following a set of guidelines and complying with a string of commands?
  • Is the candidate capable of handling multiple repetitive tasks simultaneously while ensuring the quality is not being compromised?
  • Is the candidate capable of working in coordination with a larger unit while keeping in tandem with one’s own targets?

Used for:

Mettl BPO CCE-Outbound Assessment fits you best if you are looking to:-

  • Hire a team of good quality customer care executives. Mettl’s assessment has been built on thorough market research that has helped derive both the basic skill set as well as the specialized qualities required for a potential candidate. Hence any candidate who is recommended through this assessment is bound to be well versed in voice processes and accompanied by a good level of sales and marketing acumen.
  • Accomplish a productive recruitment process in less time with little effort. Keeping in view the enormity of recruitments that our clients do, the assessment has been configured in such a way that multiple candidate reports can be generated once the test has been attempted. The assessments also have the advantage of being attempted from any device that can facilitate a basic internet connection.
  • Follow a reliable and easy system of short listing eligible candidates from a pool/pipeline. Mettl’s Assessments are accompanied with an extensive and highly reliable benchmarking procedure that is consistent with the industry’s standards as well as the respective client’s organizational standards. This not only creates a common field of reference but also increases the credibility of the entire testing procedure.
  • Spot gaps in the competency level of the existing employees. Along with its utility as a reliable tool in recruitments, Mettl BPO CCE Assessment also helps identify gaps that indicate scope for training among the pre existing lot of employees.

Key profiles the test is useful for: 

  • Technical Support Representative
  • Customer Representative
  • Customer Sales Representative
  • BPO Executive
  • Tele Callers

With a competency based approach to measuring the person’s potential, the assessment measures a person's customer centricity, for Outbound Business process outsourcing (BPO)  and identifies his/her fitment. The person’s eligibility is measured on the basis of two competencies and eight sub competencies namely-

  •  Managing the Process (Process orientation, Handling repetitive tasks, Customer delight, Team work),
  •  Self-management (Stress management, Stability, Adaptability, Taking initiatives).

Our quantitative and validated process analyzes your people, detailing each individual’s potential to become a top performer. Using this insight, we provide a practical roadmap that identifies the skills each individual must learn, the attributes they must develop, and the weaknesses they must overcome to achieve business development success.

Answer to common queries:

What if a person takes a test in a socially desirable manner or manipulates or fakes the responses?

Utmost care has been taken care of the social desirability bias at the stage of the item construction itself. Only such items have been included in the final forms of the tests where, though the manipulation of response may seem obvious, but the scoring in such cases cannot be predicted. Alternatively, in few tests where the questions seem to be pretty straightforward, we scientifically figure out if the person has randomly responded or manipulated the responses.

Can we do benchmarking for an organization for a specific role?

It is possible to do so for different job roles for your organization. We follow a scientifically valid benchmarking process. Please write to us and we would be glad to assist.

Is it possible to map an organization's competency framework to your assessments?

We have an exhaustive list of satisfied clients. Please write to us for such a request and we would be glad to work out a solution for you.

How do we determine the thresholds for the proficiency levels for a norm group?

The thresholds for the proficiency levels are based on the normal probability distribution of scores for a particular norm group.

How are norms formed for any specific psychometric test?

The data obtained through across industries and across verticals of various types of organizations is updated in the Mettl database periodically. Utmost care is taken such that the newly added data gets incorporated periodically while preparing the reports.

What if the reports generated for the psychometric assessments differ from the actual behavior, attitude or aptitude of the person?

Human behavior is a projection of multiple psychological and environmental factors. So, any psychometric report should not be interpreted as a decisive predictor of a particular type of behavior or attitude. These reports should be integrated with all other sources of information in reaching professional decisions about the person. If you find any discrepancy in the reports from actual behavior of the person, always refer to the other environmental, physical and psychological factors driving that behavior. This should be preferably done under supervision of qualified professionals only.

How it works:

step 1

Add this test to your tests

step 2

Share test link from your tests

step 3

Candidate take the tests

step 4

You get their tests report

Note You will be charged only at step 3. i.e. only when candidate start the test.

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